Information Technology & Support Specialist

ROOF ABOVE INC • Charlotte, NC

5d • Onsite

About The Position

The Information Technology & Support Specialist provides hands-on technical support and systems administration across Roof Above’s technology environment. The role supports employees across multiple locations and helps keep systems, devices, applications, and services reliable, secure, and effective in advancing the organization’s mission. Work includes day-to-day user support, endpoint deployment and management, Microsoft 365 administration, user access, telecommunications and site technology, equipment lifecycle management, documentation, and basic network troubleshooting. Working closely with the Director of Information Technology, the specialist can develop expertise in areas such as Microsoft Intune, Microsoft Entra ID, cybersecurity, networking, automation, and technology project implementation. The successful candidate takes ownership of problems, communicates clearly with technical and nontechnical colleagues, troubleshoots thoughtfully, and is motivated to learn new technologies and responsibilities.

Roof Above is North Carolina’s most comprehensive homeless service provider. It offers services ranging from street outreach and emergency shelter to Rapid Rehousing and Permanent Supportive Housing, reaching more than 1,400 individuals each day across ten Charlotte campuses.

The position is based at Roof Above Annex in Charlotte, North Carolina. The working environment is collaborative and dynamic, with open communication and support for staff across multiple locations. The job involves regular computer use, responding to technical support requests, and communicating with people from varied backgrounds. Occasional travel between sites, schedule flexibility, and responding to urgent technology issues may be required. Roof Above is an equal opportunity employer committed to diversity and inclusion.

Requirements

• Demonstrated experience supporting Windows computers and common business applications.
• Working knowledge of Microsoft 365 or comparable cloud productivity environments.
• Understanding of basic networking concepts, including TCP/IP, Wi-Fi, DNS, DHCP, and network troubleshooting.
• Strong troubleshooting and analytical skills, including the ability to research problems independently and develop appropriate solutions.
• Ability to communicate technical information effectively to nontechnical employees.
• Strong customer-service orientation and interpersonal skills.
• Ability to organize and prioritize multiple requests and responsibilities.
• Demonstrated initiative, accountability, and willingness to learn new technologies.
• Ability to document technical procedures and solutions clearly.
• Ability to travel between Roof Above locations as required.
• Relevant IT experience, training, or certifications; equivalent practical experience may be considered.
• Strong interpersonal and communication skills and ability to work collaboratively across teams.
• Ability to manage multiple priorities and meet deadlines.
• Associate degree or bachelor’s degree in information technology, computer science, information systems, or a related field is preferred; relevant IT experience, training, or certifications may be considered in place of a degree.
• 1–3 years of relevant IT experience preferred; equivalent education, certifications, or hands-on experience may be considered.

Nice To Haves

• Experience with Microsoft Intune and endpoint management.
• Experience with Microsoft Entra ID.
• Experience with Microsoft Exchange Online and Microsoft 365 administration.
• Experience with Microsoft Defender or related cybersecurity platforms.
• Experience with Fortinet networking and firewalls.
• Experience with UniFi wireless and network management.
• Experience with Windows Autopilot.
• Experience with PowerShell or other scripting and automation.
• Experience with VoIP and telecommunications systems.
• Experience with IT service-management and ticketing platforms.
• Experience with SharePoint or other Microsoft 365 collaboration technologies.
• Technology support experience within a multi-site organization.
• Vendor coordination and technology project experience.

Responsibilities

• Provide responsive technical support to employees across Roof Above locations.
• Diagnose and resolve hardware, software, connectivity, printing, telecommunications, and application issues.
• Manage assigned support requests through completion and communicate status and resolution to users.
• Perform onsite technology support at Roof Above facilities as needed, escalating complex or higher-risk issues while remaining engaged through resolution.
• Prepare, configure, deploy, replace, and recover laptops, desktops, mobile devices, and peripherals.
• Support employee onboarding, offboarding, and technology changes.
• Perform routine Microsoft 365 administration involving users, groups, mailboxes, licenses, and access.
• Assist with Microsoft Intune endpoint management, software deployment, device compliance, and lifecycle activities.
• Maintain accurate equipment inventory, device assignments, warranty information, and related records.
• Troubleshoot basic wired and wireless network connectivity and assist with switches, wireless access points, cabling, internet connectivity, and other site infrastructure.
• Support GoTo phones, softphones, voicemail, printers, copiers, badge-printing equipment, conference-room technology, and other workplace systems.
• Coordinate routine vendor support requests and follow issues through resolution.
• Perform routine identity and access-management activities according to established standards.
• Assist with endpoint security, remediation activities, Microsoft Defender, device compliance, and other cybersecurity initiatives.
• Follow least-privilege, security, documentation, and change-management practices; identify and escalate potential security issues or unusual activity.
• Create and maintain technical documentation, procedures, configuration information, and knowledge-base articles.
• Identify recurring technology problems and recommend improvements; assist with developing and implementing technology standards.
• Contribute to improvements in IT processes, automation, consistency, and service delivery.
• Participate in technology projects and take on increasing ownership of projects or technical areas based on demonstrated capability.
• Develop knowledge in Microsoft 365, Intune, Entra ID, networking, cybersecurity, PowerShell/automation, and other technologies used by Roof Above.
• Contribute technical observations and recommendations to technology planning and roadmap initiatives.
• Perform other technology-related duties consistent with organizational needs.
• Promote a positive workplace culture aligned with organizational values.
• Travel between Roof Above locations as required.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree